Changes are the necessities and

requirement of the Life this wise saying

is very true.
In this information technology age huge
amount of data can be easily transferred
from one place to other .In this
information tech. age mobile phone and
the internet are the two important
milestones. And with these the whole
world is contracting and becoming a
Global village. It is very easy to contact
with other person any where in the whole
world.



MTNL has synergized all its energies to
total customer satisfaction by modernizing
the services to international level and
incorporating in its network.
Customers Service Centres - A single
window solution
Sanchar Haats for instant connectivity and
shopping experience.

MTNL has recognized that IT is the key to
future business success. IT is being
implemented as the backbone for running
customer friendly services. Several IT systems
such as

IVRS (Interactive Voice Response System)
CSMS (Customer Support Management
System)
FRS (Fault Repair System)
DQ (Directory Enquiry)
FMS (Financial Management System)

- Complaint booking - 198
- Changed number announcement -195
- Local Telephone Assistance
- Telephone Bill Enquiry Service -1666
1661 Service Dial and get fortnightly meter
reading ,VDS optees enquire about the balance

-Call center
1504(BB),1503(Dolphin),1502(CDMA),
1909(DND),1500 (Land Line
On line Directory Enquiry Service -197- It updates
online when OB is completed in CSMS.

The NDNC Registry will be a data base having the list
of all telephone numbers of the subscribers who do
not want to receive Unsolicited Commercial
Communication (UCC).
Registrations can be done either by calling or sending
SMS with keywords "START DND" to "1909".
Telephone calls/SMSs to this number are FREE of
cost.
Subscriber may also cancel their earlier requests by
calling or sending SMS with Keywords STOP DND
to 1909.
he should mention the call originating telephone
number, date/time of the call and type of
commercial message. It may be noted that
complaint should be lodged within 15 days from
the receipt of such UCC.

MICN connectivity is done with the help of
E 3(34Mbps OFC link). This network is
used to interconnect Customer Service
Management System(CSMS),Fault Repair
System(FRS),Directory Enquiry(DQ)
System, and Interactive Voice response
system(IVRS) etc.
Major sites E 3 (34 Mbps)
Minor sites E 1 (2 Mbps)
Sub office E1 (2 Mbps and BRI)

Now the main question is how the
connection is done through this networks?
What are the physical devices used for this ?
The answer is that the physical devices used
for this are
1.Routers
2.Hubs
3.Repeaters
4.Bridges
5.Switches
6.Modems
7.Multiplexers

IBM Server P series server(P-570)
Processers 4 - for FRS
4 - for CSMS 1.9 GHz 64 Bit
8 - for FMS
RAM -24 GB
32 GB
OS - IBM UNIX AIX 5.3 (advance interactive
executive)
Oracle 10g for FRS/CSMS/FMS/IMS
11g for DQ

SMT simultaneously multi thread
HACMP High availability cluster multy
processing



It maintains all the user level information like
registration and billing.
It maintains the information about the
customers like his name, address and
registration number.
If the customer is using some extra facilities
like S.T.D, I.S.D, them all these information is
also maintained in this server.
Date of connection , date of disconnection
all the billing information from the first bill to
the last bill is also stored here.
Pre Connection
Post connection
Billing


ACCESS TO CSMS BY USERS

Users, here in CSMS refers to the user id created by the DBA
(Database Administrator) in the system. The user accesses the
CSMS by logging in the system through his user id and its
password created by the system. The user can access only to
functions and privileges to which he has been authorized by his
DBA. This is done to maintain security and integrity of the data in
the database.


S. NO AREA CODE DESCRIPTION

1 02 CENTRAL

2 03 SOUTH-I

3 04 NORTH-I

4 05 WEST-I

5 06 EAST


06 07 TRANS YAMUNA

7 08 SOUTH-II

8 09 WEST-II

9 11 NORTH-II

10 14 WEST-III

11 17 SHAHDARA

It is a section that detects and helps correcting the
faults occurring in the subscribers telephone line.
If there is any fault in the subscribers phone line or any
sort of communication problem, then the subscriber first
dials 198 to register his complaint with MTNL.
The complaint register is stored in the main computer
centrally located in the main exchange.
This main computer does the process of localization
If your Telephone/Telex/Leased line remains out of
order for more than 7 days continuously from the time
of complaints, you are entitled to rebate in rental.
The workorder flows online to WIEMS
(Work order implementation and execution
management system) where work is
executed and workorder can be monitored
at every stage.After completion of work the
information flows back to CSMS by data
populated in twocompliance table